My problem started out with a user not being able to recall a message from a secondary mailbox that she has access to. 

- I'm running EV 9.0.3

- I verified proper setup of permissions according to http://www.symantec.com/business/support/index?page=content&id=TECH66008

- I verified Outlook is setup properly according to http://www.symantec.com/business/support/index?page=content&id=TECH128017

- The user can access the first part of a vaulted message in Outlook, but doesn't see the entire recalled message when opening it.

- The user can access the entire message using the archiveexplorerui.asp web page.

- I discovered I cannot select the mailbox to synchronize with EV unless the account is enabled and the user's email address is NOT hidden from the GAL.

 

When I try to synch the mailbox in the "mailbox archiving" task, it never completes.  It's been running for almost 8 hours.  There are no error messages and no progress bar to judge how far along it is.  I checked the "A7" message queue and it looks to be stuck on one particular message.  The listed message ID how not changed in the last several minutes, so I'm assuming it's stuck.

My first question is how do I unstick this synch process?

My second question is how do I resolve my synch problem.  I fear this is a larger problem than this one user b/c I've had a number of other users have issues recalling vaulted email from secondary mailboxes.  I've used the work around of the archiveexplorerui.asp in the past, but that won't work this time b/c this user needs to recall these messages and forward them to others.

Where do I go from here?